Starbucks Pledges To Put The Human Factor Back Into Barista Scheduling

Starbucks responded quickly today to concerns raised over the company’s scheduling practices. On Wednesday, The New York Times published the compelling story of one Starbucks barista, a single mother whose life was in chaos as the result of her erratic shifts.

Jannette Navarro would work varied schedules, often getting short notice of changes. She would sometimes get the “clopening” shift: working until 11 p.m. one evening, only to return at 4 a.m. to open the store the next day. She was consistently challenged to find child care and her educational opportunities were thwarted since she could not commit to a class schedule.

Starbucks, like many other large companies, uses automated software to schedule employees. Other large chains, in addition to giving their employees inconsistent shifts, require workers to remain “on call” or have “open availability,” even if they are not promised full time hours.

The software is used to lower labor costs by aligning worker shifts with peaks in business, sending employees home early when sales are slow and making last-minute changes when things get busy. BostInno described the software, Kronos, this way:

“Individuals’ hours and staff size are determined by a delicate and precise interplay of sales patterns and other data gathered in real-time. The overall goal is to make staffing more efficient and cut costs.”

BostInno goes on to establish that while the real-time feature makes the software invaluable to business, it can wreak havoc on the real people who have to keep the stores running. The software can equally be used, however, to make schedules stable, in order to recognize the real-life needs of employees.

In the original Times piece, Navarro was clear about how her schedule impacted her life:

“You’re waiting on your job to control your life. [The schedule software dictates] how much sleep Gavin will get to what groceries I’ll be able to buy this month.”

Starbucks spokesman Zach Hutson told CNN “employee experience” improvements were already planned, but the process was expedited in light of the Times article.

Specifically, Starbucks pledged to curb “clopening,” ensure schedules are posted a week in advance and offer baristas with a commute in excess of one hour a transfer to a Starbucks store closer to home. Cliff Burrows, a Starbucks group president, said the software would be revised to give managers more input.

The Times interviewed a Fresno, California, barista after the Starbucks announcement. Amber Tidwell said she is generally positive about Starbucks but questions whether managers will work outside the automatic software if they are empowered to do so.

Hutson admitted this is not the first time Starbucks has heard complaints from its employees about scheduling.

Starbucks has long professed to take employee concerns seriously. The company offers health benefits and has a tuition program for workers.

[Image: Starbucks/NBC/Google]